CX Journey
JUNE 17, 2019
These employees haven’t previously held customer experience roles but were told they needed to take on such a role and head up the company’s customer experience transformation – without being properly educated on what that means or how they’ll go about developing and rolling out a CX vision and strategy.
CX Journey
JULY 5, 2016
As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.
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Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Customer-centricity, in short, is not pervasively ‘people first’. Michael Lowenstein, Ph.D., when making decisions. .
CX Journey
JUNE 17, 2019
These employees haven’t previously held customer experience roles but were told they needed to take on such a role and head up the company’s customer experience transformation – without being properly educated on what that means or how they’ll go about developing and rolling out a CX vision and strategy.
Forrester's Customer Insights
MARCH 17, 2020
Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.
Forrester's Customer Insights
MARCH 17, 2020
EHRs have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.
Experience Investigators by 360Connext
JULY 24, 2019
It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” ” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing.
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